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    Chat

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    Ezio Altaïr

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    Chat

    Uploaded by

    Ezio Altaïr
    5 views5 pages

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    143727-chat

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    Chat

    Uploaded by

    Ezio Altaïr

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    Service Type Technical Support

    Name Thet Oo K

    Email/ Phone Number [email protected]/

    Product Serial Number F9MCAJ126177

    can't open Asio.sys - error

    Issue

    Survey

    Fast response

    Fast and polite response. thank you.

    Terms of Use Notice Privacy Policy


    2024/07/31 Namrata
    14:15:05 Welcome to ASUS Online Service. How can I help you?

    Please stay on the page while you are chatting with the
    agent as leaving the chat page will lead to disconnection.

    2024/07/31 Namrata VOC: Frequency: Always Preinstalled OS (Yes/No): YES Which OS


    14:15:12 Customer is using: Windows In case it is preinstalled OS, did customer
    change it: Na If the issue is happening with any 3rd party app: na
    2024/07/31 Namrata Good Afternoon, Welcome To ASUS Chat Support service, My Name is
    14:15:20 Namrata Ghegadmal How may I assist you today?

    2024/07/31 Thet Oo K Hello can I start


    14:15:23
    2024/07/31 Namrata Yes
    14:15:28
    2024/07/31 Thet Oo K I have Max viii mobo
    14:15:42
    2024/07/31 Thet Oo K now I try to install Win 11
    14:15:54
    2024/07/31 Namrata Sorry for this
    14:16:01
    2024/07/31 Thet Oo K all ok, but when I install Realtek audio
    14:16:10
    2024/07/31 Thet Oo K the error " Can't open Asio.sys" happens all the time
    14:16:38
    2024/07/31 Thet Oo K pop up error, what shoud I do, to avoid it. please
    14:17:06
    2024/07/31 Namrata I regret the inconvenience caused to you. I'll surely help you with your
    14:17:09 issue.

    2024/07/31 Namrata Before we proceed, please help me with the product serial number,
    14:17:14 your name and contact number for verification purpose.

    2024/07/31 Thet Oo K sn: F9MCAJ126177


    14:17:30
    2024/07/31 Thet Oo K that is the sn only for mobo. I have other accesory like proart gpu from
    14:18:19 asus either.

    2024/07/31 Thet Oo K My name Todd Thet OO


    14:18:58
    2024/07/31 Namrata Will you please help me with your name and contact number for

    Terms of Use Notice Privacy Policy


    14:18:58 verification purpose.
    2024/07/31 Thet Oo K Number : 951943032216 ( Myanmar)
    14:19:30
    2024/07/31 Namrata Thank you for sharing details
    14:19:52
    2024/07/31 Thet Oo K Thanks
    14:19:57
    2024/07/31 Namrata May I please keep you on hold for 2 minutes, while I can fetch the
    14:20:11 relevant information for you?

    2024/07/31 Thet Oo K it's been a month i've been on that issue without any solution. then I
    14:20:29 contact you sir

    2024/07/31 Namrata Thank you for patiently waiting. Appreciate your patience!
    14:22:39
    2024/07/31 Namrata May i know which version you were installing in the devie?
    14:23:15
    2024/07/31 Thet Oo K pls let me check
    14:23:39
    2024/07/31 Namrata Sure
    14:23:49
    2024/07/31 Namrata We have not received any response from you for sometime, do you
    14:25:07 wish to continue this chat?

    2024/07/31 Thet Oo K 6017786


    14:25:19
    2024/07/31 Thet Oo K hello
    14:25:28
    2024/07/31 Namrata Will you please help me with the image?
    14:25:42
    2024/07/31 Thet Oo K Only that version works well with "DTS" others dont work for dts even
    14:25:58 on win10

    2024/07/31 Namrata Sorry for the inconvenience caused to you sir


    14:26:32
    2024/07/31 Thet Oo K Sorry sir , I dont have image as I format again ans again for win 11
    14:26:57 installation

    2024/07/31 Namrata I would like to inform you i am a female and my name is Namrata
    14:27:17
    2024/07/31 Namrata No worries i will help you with the drivers so i request you to download
    14:28:03 and update it

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    2024/07/31 Thet Oo K NO other error, but that one. Yes "Miss" sorry for my english
    14:28:06
    2024/07/31 Namrata Here is the driver: Realtek Audio Driver -
    14:28:47 https://dlcdnets.asus.com/pub/ASUS/mb/01AUDIO/DRV_Audio_Realtek_Legacy

    2024/07/31 Thet Oo K I wonder if it works well for dts?


    14:29:41
    2024/07/31 Thet Oo K Miss
    14:29:44
    2024/07/31 Namrata Yes
    14:29:48
    2024/07/31 Thet Oo K On windows 11?
    14:30:05
    2024/07/31 Namrata V7904_20160815_WHQL_DTS_StudioSound_SonicSuite_2.2.28_SonicRadar_2.1.3
    14:30:26 -
    https://dlcdnets.asus.com/pub/ASUS/misc/audio/V7904_20160815_WHQL_DTS
    2024/07/31 Namrata Yes it will work please install it and if the issue still persist you may
    14:31:06 contact us or visit the nearest service center

    2024/07/31 Thet Oo K Let me Make it clear Miss, I'm afraid that I tried all drivers supported by
    14:32:20 asus on win 10/11 non of them worked for dts except that one I
    mention. But now asio error.
    2024/07/31 Namrata Alright i will do one thing for you i will highlight this concern to our
    14:32:31 senior team so that our team will look into it and will provide you best
    resolution
    2024/07/31 Thet Oo K wich one pls? 1st or 2nd you've sent
    14:32:41
    2024/07/31 Namrata To escalate your case, I would require your address, contact number
    14:32:43 and email id please help me with it.

    2024/07/31 Thet Oo K email: [email protected]


    14:33:26
    2024/07/31 Namrata Will you please help me with the state ,city and pin code?
    14:34:22
    2024/07/31 Thet Oo K Hello Miss Namrata, which one I try on windows 11? Please
    14:34:35
    2024/07/31 Thet Oo K Ok, my pin is
    14:34:52
    2024/07/31 Namrata I request you to try both the drivers whether it is working or not ?
    14:34:57
    2024/07/31 Thet Oo K State is " Yangon (Myanmar)
    14:35:18

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    2024/07/31 Thet Oo K City: Yangon (Rangoon)
    14:35:45
    2024/07/31 Thet Oo K pin? We don't usually use pin, sorry.
    14:36:02
    2024/07/31 Namrata Okay no issue
    14:36:06
    2024/07/31 Namrata Do not worry, In this scenario I have escalate your concern to our
    14:36:19 higher team and they will revert you within 72 working hours with the
    best possible resolution available.
    2024/07/31 Namrata I would request you to please wait for the revert you will get a call/mail
    14:36:30 from our team.

    2024/07/31 Thet Oo K thank you so much Miss, I will try


    14:36:41
    2024/07/31 Namrata You're most welcome! Is there anything else do you want me to help
    14:36:44 you with?

    2024/07/31 Thet Oo K That will be fine for now, thank you again MIss
    14:37:22
    2024/07/31 Namrata Please share your feedback after this chat. Thanks for contacting ASUS!
    14:37:23 I wish you have an Excellent day ahead! Bye

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